Attending AWS Cloud and AI Day Hanoi 2026, Mr. Jens Lottner, CEO of Techcombank, shared his vision for building an AI-First Bank model, emphasizing the role of AI in shaping the future of the financial services industry.
As one of the pioneering banks in Vietnam in applying data and AI, Techcombank is gradually turning the technology into a core foundation in operations, decision-making, and customer service.
According to Mr. Lottner, AI is no longer a simple support tool and is becoming the driving force behind innovation and creating a sustainable competitive advantage for financial institutions.
He emphasized the message: “Put AI at the core of how we work, while always keeping people at the center of every decision. We apply AI not to replace human potential, but to amplify capabilities, harness strengths, and help each individual create greater value.”
Techcombank aims to place AI at the center of all operations, while always keeping people at the core. AI is applied to enhance the capabilities of the workforce, help make better decisions, serve customers more effectively, and create increasingly personalized experiences.
To realize its AI-First strategy, Techcombank has invested systematically over many years in three key foundations: digitalization, data, and talent. The bank currently processes approximately 8 billion data points each day, builds customer profiles with thousands of data attributes, and operates dozens of AI models serving business operations and risk management.
The bank currently applies AI in many key areas, such as enhancing the operational efficiency of the Relationship Manager (RM) team, personalizing products and services, supporting data-driven decision making, managing risk, and expanding financial access for potential customer segments. It is also stepping up the construction of a unified technology platform across its entire ecosystem, to enable AI to be deployed on a larger and more seamless scale.
According to Mr. Lottner, the greatest value of AI lies not only in increasing productivity but in its ability to create new capabilities for the organization. AI helps the bank understand customers more deeply, better predict needs, and deliver the right solutions at the right time, thereby enhancing the customer experience and driving sustainable growth.
Under the topic “Building the AI-First Bank, Shaping the Future of Financial Services,” Mr. Lottner’s presentation provided insights into how financial institutions can exploit the power of AI responsibly to transform operating models, improve competitiveness, and shape the future of the financial services industry.
Techcombank’s presence at AWS Cloud and AI Day Hanoi 2026 further affirmed the bank’s pioneering role in Vietnam’s digital transformation and AI application journey, aiming toward the goal of building a next-generation bank where technology is the growth driver and people remain at the center of all innovation.
Google translate